I link to a helpdesk SharePoint library that I built before SpiceWorks had a KB. It has things like my documents in a full text search capable library, my helpdesk user satisfaction survey, links to forms, and publicly shared reports (I polish these from the generated ones in Excel to combine multiple reports into graphs).

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I link to a helpdesk SharePoint library that I built before SpiceWorks had a KB. It has things like my documents in a full text search capable library, my helpdesk user satisfaction survey, links to forms, and publicly shared reports (I polish these from the generated ones in Excel to combine multiple reports into graphs).

Right now the SW portal KB is kinda in its infancy. To be a good KB app it needs the ability to have categories and approval procedures for user/technician submitted content. It is good but easily gets out of hand when you have a few hundred help documents and no way to categorize them besides using the title. Categories and keywords are common and very useful in finding a proper solution.

An other thing that the KB needs is the ability to upload good articles to the SW HowTo section and download or import articles from the SW HowTo section with proper credits.

Finally, the KB should tie into the ticket system so that a ticket can be converted to a KB article and so that a KB article can be easily referenced as the solution to a problem.

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